<!-- Introduction --><div class="feature-text"><h2> Your new role</h2><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">We are seeking a dedicated and empathetic Customer Support Advisor to join our fun and friendly team. As our new Customer Support Advisor, you will act as the front line of our company, providing assistance and guidance to our customers regarding products, services, inquiries, and issues they may encounter. Your primary objective will be to ensure customer satisfaction by delivering prompt, efficient, and personalised support. This is also a hybrid role, with 3 days in the office and 2 days at home. The first 3 months will require you to be in the office 5 days a week for training purposes.&nbsp;</p></div><!-- Responsibilities --><div><h3>What you'll be doing</h3><ul style="margin:10px 0px 15px 20px;padding:0px 0px 0px 20px;"><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Receive incoming queries from customers over email, telephone, live chat and make outgoing calls, resolving customer issues in a timely, effective, and polite manner.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Treat all customers fairly and with empathy, taking responsibility and&nbsp;finding resolutions to their issues, aiming for a first-time fix.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Taking time to fully understand the&nbsp;query&nbsp;and finding the most appropriate course of action.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Building rapport with customers and managing their&nbsp;expectations in line with company procedures and&nbsp;SLAs.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Work cross functionally&nbsp;with internal departments, where&nbsp;required to ensure the best resolution.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Keep up-to-date with and follow Central Customer Support team processes and procedures.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Deliver a world class customer experience on each and every interaction.</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Opportunity to up-skill to working in different areas of customer support to support customer demand.</li></ul></div><!-- Ideal Candidate --><div><h3>The role is for you if...</h3><ul style="margin:10px 0px 15px 20px;padding:0px 0px 0px 20px;"><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">You can provide an exceptional level of customer service.&nbsp;</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Ability to professionally manage customer issues effectively and through to completion</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">You have excellent attention to detail and are able to follow process’ (internal/regulatory)</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">You have a positive attitude, are a&nbsp;problem solver&nbsp;and enjoy working in a team</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">You are a brand ambassador and are able to work in line with our values, Think Customer, Aim High, Be Real</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Great communication skills (verbal and written) with a friendly and personable approach and excellent telephone manner</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Computer literate&nbsp;</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Strong skills in written English and punctuation as you will be communicating with our customers via live chat and email</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Previous customer service experience preferred, but not essential</li></ul></div><!-- Package Description --><div><h3>About DFS</h3><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">We’re home to DFS, Sofology, and The Sofa Delivery Company - three distinctive brands with a shared mission to bring great design and comfort into every home, affordably, responsibly, and sustainably.</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">At DFS Group, everyone plays a part. Whether you’re supporting our brands or serving our customers, you’re helping shape the future of furniture retail. Each brand has its own identity and creative direction, but we’re united by a culture that puts people and purpose at the heart of everything we do.</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;"><br style="margin:0px;padding:0px;"></p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Everyone Welcome</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">Across our Group, we're committed to a culture where everyone feels welcome, valued, and can thrive at work. We celebrate diverse voices, champion inclusion, and support each other through our growing colleague networks. We invest in partnerships that drive change, from supporting Doncaster Pride and introducing the Hidden Disabilities Sunflower, to partnering with Carers UK and developing leaders with Diversity in Retail.&nbsp;</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;">We're proud to be an equal opportunities employer, committed to building a workplace that reflects the communities we serve. So, if your experience doesn't quite match the specification, we'd still really love to hear from you</p><p style="margin:0px 0px 20px;padding:0px;color:inherit;font-size:inherit;"><br style="margin:0px;padding:0px;"></p></div><!-- About the Company --><div><h3>DFS Benefits</h3><ul style="margin:10px 0px 15px 20px;padding:0px 0px 0px 20px;"><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Potential Annual Bonus Scheme: Contribute to our success and get rewarded for it</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Growth and Training: Learn new skills and develop your career with us</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Leave: Enjoy a great holiday allowance, with the option to buy 5 extra days. Take advantage of our enhanced leave for Maternity, Paternity, Shared Parental, and Adoption, plus a paid volunteering day each year</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Discounts: Get 30% off DFS and Sofology products for yourself, plus discounts for friends and family - and savings at big brands like Sainsbury’s, ASOS, and IKEA</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Wellbeing Perks: Access healthcare services, an Employee Assistance Programme, and discounted gym memberships</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Pension and Savings: Join our Group Pension and Sharesave schemes</li><li style="margin:0px 0px 5px;padding:0px;font-size:inherit;">Life Assurance &amp; Sick Pay: Peace of mind with Life Assurance and Company Sick Pay</li></ul></div><!-- Apply Button --><a href="https://apply.dfscareers.co.uk/members/?j=2883&amp;lang=en&amp;" class="btn btn-apply apply_bottom">Apply<i class="fas fa-chevron-right"></i></a>